Client settings reference

Client settings holds everything about one client on a single page: how it connects to its provider, what its dashboard reports on, who can sign in, and its billing, channels and outbound setup. Use this page to find the right section fast, then follow the link for the full guide.

Open Client settings

From the Clients list: select the gear icon on the client’s row.
From inside a client: select Client settings in the Agency only box of the sidebar.

A section menu on the left jumps to each section. It shows only the sections that apply to this client and to your role. Links to the old address, ending in /edit, open Client settings for you.

The page has two groups that save in different ways:

Group	Sections	How it saves
Configuration	Connection, Agents & numbers, Region, Staff-time value, Outbound calling	Together, with one Save changes button
Access & integrations	Users with access, Client billing, Chat channels, Outbound limits, CSV presets	“Changes in these sections save straight away.”

Configuration: change and save

Make your changes

Edit any of the five Configuration sections. Each section you change shows an Edited badge.
Check the save bar

An Unsaved changes bar appears at the bottom of the page and lists the sections you edited, for example “Edited: Region, Staff-time value”.
Select Save changes

All edited sections save together and you see Changes saved. If a section needs fixing first, it shows Needs attention and the message tells you which one to check.
Or select Discard

Discard puts every Configuration section back to its last saved values.

If you try to leave the page with unsaved changes, the portal asks first: Stay on this page, Leave without saving or Save and leave.

Configuration sections

Section	What it does	Full guide
Connection	“Client name, voice provider and API key.” The provider is fixed once the client is added. Owners and admins can select Change API Key; a new key saves straight away, without the save bar.	Update a provider API key
Agents & numbers	“What this client’s dashboard reports on.” Select the agents and phone numbers this client sees, and select Refresh to load ones you added in the provider.	Manage workspace assets
Region	“Country, currency and timezone used in reports.” See Region and timezone below.	Create a client workspace
Staff-time value	Whether the client sees what the staff time their AI handled is worth. Turn on Show estimated staff-time value and set the staff cost.	How staff time handled works
Outbound calling	The Enable outbound calling switch and the client’s bundles: the agent, numbers and template each outbound campaign uses.	Configure outbound calling

Region and timezone

Region has three settings:

Setting	What it does
Country	Where the client is based. For listed countries, the currency and timezone are set for you. For any other country, choose Other (enter manually).
Currency	The currency the client’s reports show money in, such as the staff-time value.
Timezone	The client’s local time. Use the client’s timezone, not yours.

The timezone decides how the client’s day is counted, so it drives:

the after-hours count: conversations before 9:00 or from 19:00 in the client’s time;
peak-time charts, which show the hours the client’s calls come in;
outbound calling windows: new campaigns use the client’s timezone, so leads are called at the times you set in the client’s local time.

Access & integrations sections

Section	What it does	Shown	Full guide
Users with access	“People who can sign in to this client’s dashboard.” Select Add user to give someone a sign-in. Each user shows Active, Invited or Disabled, and when they last signed in. For agency owners and admins, a Billing contact switch sits next to each user: billing contacts get the client’s billing emails and, when you show billing to the client, a Billing page.	Always	Invite a client user
Client billing	“Track this client’s minutes against a plan, email usage warnings and, when you choose, stop calls when minutes run out.” Choose Off, Track only or Track and enforce, a plan, Show billing to the client, billing email addresses, invoice details and this client’s billing options. On Track and enforce, inbound calls and text are refused once our team turns on provider changes for the client, on request.	Owners and admins	Bill a client
Chat channels	The WhatsApp & web chat card: “Let your ElevenLabs agents answer website visitors and WhatsApp messages.” Once switched on, it has a Web chat tab and a WhatsApp tab.	ElevenLabs clients, owners and admins	Set up web chat and Connect WhatsApp
Outbound limits	The Outbound limits & defaults card: how many campaigns and leads the client has used against your plan’s limits, and the default agent and phone number for outbound calls.	Once outbound calling is on and saved	Configure outbound calling
CSV presets	Column layouts for this client’s lead files: each preset maps the column names your files use to lead fields. Owners and admins add, edit and delete them with Add default and Add custom.	Once outbound calling is on	Manage lead lists

Who can change what

What	Who
Saving the Configuration sections	Agency owners and admins
API key in Connection	Agency owners and admins. Others see “Only agency owners or admins can change the API key.”
Client billing section	Agency owners and admins
Chat channels section	Agency owners and admins manage web chat and WhatsApp. Only the owner turns the WhatsApp & web chat switch on or off; others see “Only the agency owner can turn this on or off.”
Client users	Client settings is for your agency only. A client user who opens its address goes to their dashboard and sees “You don’t have permission to edit these settings.” The same happens while you use View as client.

Disable or enable a client

Disabling a client is how you stop reporting on it without deleting anything. You do it from Clients, not from Client settings.

Select Disable

On Clients, select Disable on the client’s row.
Confirm

The Disable client dialog reads: “A disabled client is hidden from dashboards and no longer counts toward your plan limits. You can enable it again at any time.” Select Disable.

When you disable a client:

it is hidden from dashboards and shows Disabled in the Clients list;
it no longer counts toward your plan’s client limit, so you can add another client in its place;
if the client was on client billing, billing for it is switched Off and any provider changes billing made are put back. Switch billing on again in Client settings after you enable the client;
a client that pays you through Stripe has its Stripe subscription cancelled, so Stripe won’t charge it again. Invoices Stripe already raised stay payable in your Stripe account. See Bill a client.

To turn a client back on, select All at the top of Clients to show disabled clients, then select Enable on its row. Disabling and enabling are for agency owners and admins.

Troubleshooting

Problem	What to do
A section is missing from the menu	It only shows when it applies: Client billing for owners and admins, Chat channels for ElevenLabs clients, Outbound limits and CSV presets once outbound calling is on and saved.
Save changes reports a problem	Go to the section marked Needs attention, fix the field it names and save again.
“Only agency owners or admins can change the API key.”	Ask your agency owner or an admin to change the key.
A client user sees “You don’t have permission to edit these settings.”	This is expected: Client settings is for your agency only. Change the setting for them.
Enable says “You’ve reached your client limit for this plan”	Disable a client you no longer report on, or upgrade from Platform subscription.
A client is missing from Clients	It may be disabled. Select All at the top of the list.